Destinobet Casino - Pelaajan kotiutus on viivästynyt kohtuuttomasti.

I am submitting this complaint against Destinobet Casino due to an unjustified and excessive delay in the approval and processing of my withdrawal, despite having fully complied with all the casino’s requirements.

The withdrawal in the amount of 962.44 EUR was requested on November 11. As of today, the withdrawal has not been approved nor paid, and the delay already far exceeds the reasonable timeframes stated in the casino’s own Terms and Conditions regarding withdrawal processing.

Throughout this period:

• I have contacted Destinobet multiple times, mainly via live chat.
• The responses I received were generic and repetitive, stating only that the withdrawal was "sent to the relevant department" or "under review".
• I have never received a clear explanation for the delay.
• No estimated timeframe for approval or payment has been provided.
• I have not been informed of any missing documents, violations, or issues on my side.

Additional important points:

• My account is fully verified.
• There are no pending verification requests or compliance issues communicated to me.
• The casino has failed to provide transparent communication or concrete information about the status of my funds.

Given the lack of clarity and the prolonged delay, I believe this situation may constitute a breach of contract and an unjustified retention of player funds.

I kindly request Casino GURU’s assistance to:

1. Obtain a clear and documented explanation from Destinobet.
2. Ensure the approval and payment of my pending withdrawal as soon as possible.
3. Help prevent similar situations from happening to other players.

Thank you very much for your support. Please let me know if you need any additional information from my side.

Kind regards,

I. T. H.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to obtain the winnings of 962.44 EUR?
• Did you accumulate these winnings with or without a bonus?
• Have you made any successful withdrawals from this casino before?
• Does the "review" concern your gameplay or the verification of your identity documents?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika.

Thank you in advance for your help with this issue. Here are the answers to your question:

• What type of games did you play to win €962.44?
• I played casino games, especially slots.

• Did you accumulate these winnings with or without a bonus?
• Yes, I won with an active bonus, but it has already been used and fully released, according to the casino's terms and conditions.

• Have you made successful withdrawals at this casino before?
• No, this is the first time I've tried to make a withdrawal at this casino.

• Does the "review" refer to your gameplay or the verification of your identity documents?
• It refers to the review of the documents requested by the casino for account verification, which was successfully approved.

I hope these answers help you better support your case. Again, thank you for your help with my problem.

I'll be available if you need any further information from me.

Regards.

Itzel

Thank you for your detailed reply. To proceed with the investigation, kindly forward me all the communication between you and the casino customer support regarding the delay in processing your payment at veronika.f@casino.guru. I appreciate your cooperation.

Hi Veronika, I hope you're doing well. Thank you so much for your responses and help in this case.

Unfortunately, I don't have much information shared with this casino. Although I sent several emails, they were never answered. Therefore, I've decided to share screenshots of some parts of the conversations I had with their online chat support while they were responding, since about a month ago the chat stopped providing information and only referred me to an email address for inquiries, which, as I mentioned before, they never replied to.

I sent this information to the email address you provided.

I hope this information is helpful. And thank you very much for your cooperation.

Sincerely,

Itzel.

Dear Tinoco_34

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Destinobet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Destinobet Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear user,

Unfortunately, as we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi